Customer Retention Manager

This is a hybrid role and candidate must live within 50 miles from an Ameri Gas location.

When you work for Ameri Gas, you become a part of something BIG! Founded in 1959, Ameri Gas is the nation’s premier propane company, serving over 1.5 million residential, commercial, industrial and motor fuel propane customers. Together, over 6,500 dedicated professionals will deliver over 1 billion gallons of propane from 1,800+ distribution points across the United States.

Applications for this position will be accepted until November 14, 2025.

The Retention Manager (RM) reports to the Sr. Director of Commercial Sales and Retention (SDCSR) and is responsible retaining large commercial customers in the sales portfolio and for maintaining or increasing current margins and gallons. The Retention Manager will work closely with the Territory Sales Managers (TSM) to oversee a portfolio of key customers. The RM’s team will proactively identify at‑risk customers, develop retention strategies, and work with the TSRs to maximize customer lifetime value and reduce churn.

Additionally, the retention team will serve as a renewal customer’s point of contact for contracts, pricing, billing and customer service concerns. The Retention Manager is proactive in supporting and anticipating customers’ needs to enhance customer satisfaction, loyalty, and retention.

• Customer Retention Strategy:
  Develop and execute comprehensive retention strategies to reduce customer churn and increase customer loyalty. Identify at‑risk accounts using data analytics and implement proactive intervention programs. Create and manage customer success workflows that drive engagement and satisfaction. Design retention campaigns and offers tailored to different customer segments and risk levels.
• Account Management & Relationship Building:
  Manage a portfolio of high‑value customer accounts with focus on retention and expansion opportunities. Conduct regular check‑ins with key customers to understand their needs and address concerns. Collaborate with customer success teams to ensure seamless customer experience. Build strong relationships with decision‑makers and influencers within customer organizations. Serve as main point of contact for key customers and proactively partner with other teams to ensure contracts, billing, pricing, and operational execution meet the needs of the customer.
• Sales Performance & Revenue Growth:
  Meet and exceed retention revenue targets and churn reduction goals. Identify upselling and cross‑selling opportunities within existing customer base. Negotiate contract renewals, extensions, and expansions. Develop win‑back strategies for recently churned customers.
• Communications:
  Utilize Sales Activity and Sales Performance reports generated from CRM to communicate results and actions required to meet goals. Ensure SDCSR and other sales leadership is informed of significant matters and take corrective action or recommend alternative courses of action, as appropriate.
• Customer Relations:
  Collaborate with the operating team where necessary to enhance the customer experience in building and maintaining relationships with high‑value customers.
• Business/Market Knowledge:
  Understand operations and keep current on the propane industry, customer demographics and the competitive environment to drive marketplace opportunities, mitigate risks and maximize total profit.
• Business Partnership:
  Retention Manager partners with Sr. Sales Development Managers and Territory Sales Managers to identify the top customers to target for retention efforts. Partners with marketing to develop retention‑focused campaigns and communications. Coordinate with new sales teams to ensure smooth customer handoffs and set retention expectations. Partners with operations, customer service, sales, marketing, and pricing teams to understand customer concerns and churn, and analyzes operational opportunities to execute improved communications and delivery of product safely and on‑time.
• Performs other duties and responsibilities as required or requested by manager.

• Strong sales and analytical skills with…